Job Description

Technical Specialist- Junior

Raleigh NC (Hybrid)

Note

• THIS IS A TEMP TO PERM POSITION.
• After the initial contract engagement, the manager would like to hire the contractor full time.
• Only candidates available to work full time without sponsorship will be considered for this position.
  
  This position is hybrid. The candidate will be required to be onsite three days a week.

Are you eager to start your journey in ServiceNow technology? Join our innovative team at the City of Raleigh's Information Technology Department as a ServiceNow Technology Analyst!

You will play a key role in supporting and optimizing the ServiceNow platform, with a focus on Customer Service Management (CSM), to enhance the customer experience across various city services. As a technology analyst, youll collaborate with technical teams and business users, hands on to configure, maintain, and troubleshoot the ServiceNow system while contributing to impactful projects in a rapidly evolving city recognized for its innovation.

Duties and Responsibilities

• Assist in supporting the day-to-day operations of the ServiceNow platform, particularly in Customer Service Management (CSM).
• Collaborate with senior analysts, analysts, and stakeholders to gather business requirements, troubleshoot issues, and provide solutions.
• Participate in configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience.
• Help with system upgrades, maintenance, and enhancements to ensure platform stability.
• Contribute to troubleshooting and resolving incidents, ensuring timely customer support and issue resolution.
• Work with cross-functional teams to understand how ServiceNow integrates with other city systems.
• Follow IT best practices, including the Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) standards.

Typical Qualifications

• Education and Experience:
• Bachelors degree in information technology or a related field, or equivalent experience in IT support, customer service management, or related roles.

Preferred Qualifications:

• 1-2 years of hands-on experience with ServiceNow, particularly with Customer Service Management (CSM) or similar modules.
• Familiarity with JavaScript, HTML, CSS, and SQL are a plus.
• Relevant ServiceNow certifications (CIS, CAD) are a plus.

Knowledge, Skills & Abilities

• Basic understanding of ServiceNow or similar enterprise systems.
• Willingness to learn and develop skills in ServiceNow configuration, development, and administration.
• Strong communication skills with the ability to translate technical issues into user-friendly solutions.
• Collaborative work style, eager to work with both technical and business teams.
• Problem-solving mindset with a customer-first approach.
• Desire to grow your career in IT service management and platform administration.

Additional Information

• The City of Raleigh's IT Department is recognized for its commitment to innovation and excellence in technology. We offer the opportunity to develop your skills and work on cutting-edge projects that impact the lives of nearly 490,000 residents.
• Whether you're just starting your career or looking to grow your experience in the ServiceNow space, Raleigh is the perfect place to learn, contribute, and thrive in a supportive environment. Join a team that values diversity, work-life balance, and continuous improvement!